First Call Computer Solutions – Case Study

Looking to increase your CSAT scores? First Call Computer Solutions did just that.

Keep reading to learn how they now maintain a 94% CSAT score average.

Rapid Growth, New Customer Service Challenges

Delaurentis considered four different vendors before landing on ServiceSkills in 2019, and First Call has been a client ever since. “ServiceSkills was the most user-friendly, easy to navigate, and functional. Much more so than any of the other programs we considered,” she says.

Though the company needed a unified strategy, Delaurentis was wary of burdening employees with tedious busywork, like most managers which is how “mandatory customer service training” could sound on its face. But as Delaurentis delved deeper into the modules, she grew more confident that employees would find them valuable and engaging, leading to improved morale and job performance.

“The content simulates real-life situations with customers they will encounter and teaches them how to handle each one. It’s not just staring at a screen and listening to someone talk,” she says.

Delaurentis has also made use of the eLearning model, which empowers managers to craft and assign tailored curricula virtually. eLearning also eliminates the need for in-person training from a manager or other employee, saving time and resources.

Regardless of position, all new First Call employees are required to complete “The First 90 Days” series, a custom catalog of 32 modules. Topics span internal and external customer service strategies, which include phone and email etiquette, building a respectful workplace, conflict resolution, managing a remote team, and more. Providing employees with practical resources and standardizing expectations lays the groundwork for organizational success.

A Client Favorite: Telephone Doctor

Six of the modules in First Call’s new hire training are part of Telephone Doctor, ServiceSkills’ leading customer service training series. Many clients find it invaluable.

“Telephone Doctor is especially helpful for employees who haven’t worked in customer service before. It can help them determine the appropriate way to handle a situation and the specific language to use,” she says. As almost all First Call employees directly interact with clients, Delaurentis has found the series especially useful.

Divided into 12 modules, Telephone Doctor breaks down best practices of phone customer service, with tips, tricks, and easy fixes to many simple word choice mistakes. Delivering information in short bursts, modules include:

• Listening Skills
• Five Forbidden Phrases
• Six Cardinal Rules of Customer Service
• Essential Telephone Skills
• How to Handle the Irate Customer

All of which are critical to customer service success.

“There’s a learning curve for everyone, because professional customer service calls are very different from a conversation you might have over the phone with a friend or family member. But Telephone Doctor helps employees learn how to handle customer service calls professionally,” says Delaurentis.

As ServiceSkills founder Nancy Friedman says, “Most customers want sympathy or empathy almost as much as they want the problem fixed.” A former customer service representative herself, she developed the Telephone Doctor curriculum based on that philosophy.